Refund and returns policy

Refund and returns policy

We want you to be happy with your purchase. If you need to return an item, please read the following policy carefully.

14-day returns

You have 14 days from the date your order is delivered to request a return.

To be eligible for a return, the product must be unused, unopened, and in its original condition and packaging.

Opened vials

For hygiene, safety, and product integrity reasons, we cannot accept returns of opened vials.

Any product that has been opened, used, tampered with, or has had its seal broken is not eligible for return or refund.

How to request a return

Please contact us within 14 days of delivery with your order number and details of the item you wish to return.

If your return is approved, we will provide instructions on how to send the item back to us.

Customers are responsible for the cost of returning an item unless the item is faulty, damaged, or we have sent the wrong product.

Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved.

Approved refunds will be issued to the account the payment came from. Please allow some time for your bank to process the refund.

Faulty or damaged items

If your order arrives damaged or you believe you have received a faulty or incorrect item, please contact us as soon as possible with your order number and photographs of the item and packaging so we can investigate and resolve the issue.

We reserve the right to refuse returns that do not meet the requirements of this policy.

Your statutory rights

Nothing in this policy affects your legal rights. As a consumer you have rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, including the right to goods that are as described, of satisfactory quality and fit for purpose. Sealed goods that are unsuitable for return once opened for health-protection or hygiene reasons are exempt from the statutory cancellation right once unsealed, which is why opened vials cannot be returned.